Inland Revenue Authority of Singapore (IRAS)

Published 16 May 2002
Reference 5000
Topic Operations
Region Asia
Summary

Case Writers: Kristof VANDENBERGHE and Greg BLACKWOOD The Inland Revenue Authority of Singapore has made major progress in serving its citizen-customers in the period from 1992-2000. Both the introduction of quality management and some major reengineering projects were important factors in this improvement. However due to the annual cycle that is typical for tax collection, there are still periods in which it is difficult to maintain the high service level standards that IRAS is achieving during the rest of the year. Perhaps Internet technologies can come to the rescue.

Teaching objectives

Discuss the use of quality management techniques in a service setting Discuss the use of quality management techniques in the public sector Discuss the interaction between reengineering and continuous improvements

Keywords
  • AR2002
  • RD0502
  • PUBLIC SECTOR
  • TAX COLLECTION
  • QUALITY MANAGEMENT
  • REENGINEERING
  • CHANGE MANAGEMENT
  • GOVERNANCE
  • E-GOVERNMENT